- Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
- Work closely with client to address schedule changes/concern
- Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc..), Overall staffing performance (staff vs required, service metrics, attendance, etc)
- Monitor Realtime adherence using tools available, IEX, CMS, WFM etc.
- Update schedules as needed, Adjust Breaks/Lunches for better performance
- Participate in relevant meetings
- Provide input to stakeholders and drive labor management
- Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
- Handle CNX Internal Customers.
Key skills and knowledge:
- Good analytical, numerical and problem solving skills. WFM-RTA experience - preferred.
- Must possess effective organizational and time management skills with the ability to multi task proficiently.
- Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
- Strong team building and leadership skills, including strong logical thought processes.
- Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
- Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment.
Educational Qualification : Graduation
